Blue Ocean

OCTOBER 4, 2023

If agents are frustrated, we can only imagine that the customers they’re speaking with are too. Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing.

Customer Support 103

Customer Support Offshoring Nearshoring Contact Center Outsourcing 103

Blue Ocean

JULY 15, 2024

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing your commitment to your customers. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.

Outsourcing 52

Outsourcing Out-Tasking Nearshoring Offshoring 52

Blue Ocean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Outsourcing 52

Outsourcing Right-Sizing Customer Service Collaborations 52

Magellan Solutions

JULY 8, 2021

Top Contact Center Outsourcing Companies & The Challenges Faced From The Risks. There’s no doubt that COVID-19 has disrupted call center services outsourcing operations on multiple levels. With the future still uncertain, traditional contact center labor models won’t be enough to recoup what’s been lost.

Call Center 40

Call Center Contact Center Outsourcing Outsourcing BPO 40

Magellan Solutions

JULY 9, 2021

There are different services provided by call center. What do you get when you outsource inbound call center services ? A 24-hour call center services outsourcing provides you the same quality that customers expect on a regular shift. Customer Support Outsourcing. Outsourced Technical Support.

Call Center 52

Call Center Service BPO Customer Support 52

Blue Ocean

JUNE 26, 2018

It’s an approach that teaches them how to improve while simultaneously empowering them to make their own decisions and hold themselves accountable for a customer’s experience. It starts a conversation rather than about being right or wrong. I tell people that handling those customers is about having empathy.

Customer Service 117

Customer Service Service Jobbing Contact Center Outsourcing 117

Magellan Solutions

JULY 16, 2021

The number of agents needed is just one component that goes into determining the cost of telemarketing outsourcing. Business process outsourcing (BPO) allows companies to maximize their potential. If you are not aware yet, the most popular payment models of call centers are per hour basis. Account Management.

Call Center 52

Call Center Service Contact Center Outsourcing Business Process Outsourcing 52

Blue Ocean

JANUARY 31, 2023

Consider this: One agent on an outsourced program is invested in their work but is also seeking to grow their career. By consistently achieving their performance objectives and adding to their skill set, they get promoted to an advanced role but on a different program within the contact center. Seems simple enough.

Call Center 52

Call Center Contact Center Outsourcing Outsourcing Insurance 52

Blue Ocean

OCTOBER 17, 2023

Likewise, many organizations have established their own ESG guidelines and metrics—or been certified by third party validations—to hold themselves and their chosen vendors accountable. With that said, how do you ensure your outsourced customer care partners or potential partners are holding themselves accountable to robust ESG standards?

Right-Sizing 59

Right-Sizing Government Manufacturing Outsourcing 59

Blue Ocean

OCTOBER 14, 2024

Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Describe your governance model including details on senior management involvement on our account. Need some insight?

Right-Sizing 52

Right-Sizing Contact Center Outsourcing Outsourcing Call Center 52

Blue Ocean

FEBRUARY 17, 2022

As you evaluate your business continuity plan (BCP) with your outsourced partner (whether you’re going to market or renewing with a long-standing partner,) keep the following considerations top of mind. The last thing you want is a business continuity plan that doesn’t take into account your specific program parameters and requirements.

Outsourcing 52

Outsourcing Contact Center Outsourcing Collaborations Customer Service 52

Blue Ocean

MARCH 24, 2025

When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. It also holds everyone accountable for the role theyre supposed to play. And nothing takes a toll on relationships quite as quickly as stress.

Analytics 52

Analytics Human Resources Accounting Customer Support 52

Blue Ocean

OCTOBER 14, 2024

Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Describe your governance model including details on senior management involvement on our account. Need some insight?

Right-Sizing 52

Right-Sizing Contact Center Outsourcing Outsourcing Call Center 52

Blue Ocean

DECEMBER 2, 2024

It’s an approach that teaches them how to improve while simultaneously empowering them to make their own decisions and hold themselves accountable for a customer’s experience. It starts a conversation rather than about being right or wrong. I tell people that handling those customers is about having empathy.

Customer Service 52

Customer Service Service Jobbing Contact Center Outsourcing 52

Blue Ocean

NOVEMBER 19, 2024

As such, once customers were connected to a live agent, the agent would need to verify account information and manually enter other details. However, the IVR was not integrated with the client’s off-the-shelf, cloud-based help desk ticketing system, Zendesk.

Data Entry 52

Data Entry Call Center Sales Reduced Costs 52